How to Log Callback Requests in CRM
🎯 Objective:
To properly log and track callback requests from leads who are interested but not ready to complete their order immediately, ensuring timely follow-up and higher conversion.
👤 Responsible Team:
-
Sales/Calling Team
-
Lead Management Team
🪜 Step-by-Step Process:
✅ Step 1: Identify Callback Scenario
While speaking to a lead, identify callback-worthy responses like:
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“Call me after 2 PM”
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“I need to confirm with family”
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“Will decide tomorrow”
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“Not ready today, try again later”
✅ Step 2: Go to the Lead in CRM
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Open Admin Panel → Leads → All Leads
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Search by:
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Customer Name
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Phone Number
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Lead ID (if available)
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✅ Step 3: Update Disposition Fields
Update the following in the lead detail:
|
Field |
Value |
|---|---|
|
Disposition 1 |
Connected |
|
Disposition 2 |
Callback |
|
Remarks |
Mention callback time & context (e.g., “Call after 5 PM, waiting for spouse approval”) |
✅ Step 4: Verify Callback Logging
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The lead will now automatically appear under:
Leads → Callbacks
This list can be sorted by callback time, date added, etc.
✅ Step 5: Schedule Follow-up Reminder (Optional)
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If your CRM supports reminders:
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Set a follow-up time or date
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Add a notification for the calling agent
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Otherwise, maintain a manual callback sheet or Google Calendar block.
🧠 Best Practices:
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Always write detailed remarks — vague notes = missed opportunities
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Don’t overuse callback status for uninterested leads; only use for warm leads
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Review Callbacks list daily and re-attempt contact as per schedule